Director of Customer Service (Support)

Director of Customer Service (Support)

Company overall seems obsessed with "critical thinking" as an attribute, which makes me picture an office where people are, like, constantly running into closed doors. "Bob, Bob! She turned the doorknob! We're free! PUT HER RESUME ON THE TOP OF THE PILE."

Legacy.com | No comp given

This job is closed and no longer accepting applications. I keep an archive of Closed jobs so that you can see how past jobs of a particular company have been rated.

Steph's Notes:

Careers page nearly hits BINGO even before we get to the job description.

Ability to perform in a fast paced, highly accountable environment.

Do you read this as "will be micro-managed despite constantly-changing and poorly-communicated priorities"? Because that's how I read it.

Company overall seems obsessed with "critical thinking" as an attribute, which makes me picture an office where people are, like, constantly running into closed doors. "Bob, Bob! She turned the doorknob! We're free! PUT HER RESUME ON THE TOP OF THE PILE."


Original Job Description: Director of Customer Service (Support)

Company Overview
Legacy.com is the place where life stories live on. We are the global leader in online memorial tributes; a top-50 website in the United States, and a destination for over 40 million unique visitors each month. Founded in 1998, Legacy.com is honored to help consumers express condolences, share direct support for families, and celebrate the people who have touched their lives. Legacy delivers its community-targeted content daily via 8,500 local media and funeral home partners.  We continue to broaden our offerings in our mission to help people seeking information and guidance on all aspects of end-of-life. Our vision is to become the full-service end-of-life and memorialization destination. 

Position Overview
Legacy is looking for a strategic, experienced, and organized leader to step into the newly created role of Director of Customer Service (Support). This role is responsible for managing our Support and Solutions teams, ensuring that we deliver exceptional support to our customers. This role will oversee all aspects of the organization’s customer service policies, procedures, objectives, and initiatives. The Director of Customer Service will report to and work directly with the VP of Operations to develop standards, establish policies and procedures, and implement systems to capture and report on service metrics. The ideal candidate is an experienced contact center leader who is willing and able to “roll-up-their-sleeves” to problem solve. This is a collaborative role that will work cross-functionally with various teams across Legacy to understand business issues and collectively develop effective business solutions. Legacy is growing and the successful candidate must be able to take charge and resolve the ambiguity and unknowns that are part of a growth trajectory.

Responsibilities:

Requirements:

Benefits
Legacy.com offers a very generous and comprehensive benefits package, including:

Accepting applications from qualified candidates within the United States in the following states:
AZ, CA, CO, CT, FL, IL, IN, KS, KY, LA, MA. ME. NC. NY, PA. TX. UT, WA, WI

Similar jobs